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Mid-level CSM in Mumbai with popular title, metro location, and broad skill requirements leads to high competition.
Core CSM skills are transferable, though Media & Entertainment preference raises sensitivity to medium.
Explicit 3–6 years requirement plus required tools and upsell experience yields medium shortlisting strictness.
Own end-to-end relationship management as primary contact for assigned customers and partners, including regular check-ins, contract adherence, and renewal engagement.
Manage customer health through monitoring KPIs, handling escalations, executing action plans, and coordinating product updates and integrations.
Drive business growth by identifying upsell opportunities, delivering QBR presentations, and maintaining customer-specific playbooks and reports.
3 to 6 years of relevant customer-facing experience in account management with proven successful customer satisfaction outcomes.
Proficiency with Customer Success tools such as Zendesk or similar ticketing systems, Salesforce or similar CRM, and dashboard/tracking software (e.g., Monday.com).
Strong communication skills for customer, partner, and internal team interactions; solid presentation capabilities.
Work Experience Required: 3 to 6 years in customer-facing/account management roles.
Experienced in managing complex client relationships with strategic thinking focused on upsell and customer retention.
Comfortable working with data analysis to interpret KPIs and present actionable insights to customers.
Capable of navigating changing product environments, coordinating cross-functional teams, and maintaining detailed account documentation.